Dispute Policy

Last updated: March 2026

1. When a Dispute Can Be Raised

Either party may open a dispute if:

• Buyer believes the delivered work/goods do not match the agreed terms
• Seller believes the buyer is unreasonably delaying approval or release

Disputes must be opened within the review period (default: 7 days after seller marks the job as complete).

2. How to Open a Dispute

1. Log in to your PayLock account
2. Go to the relevant transaction
3. Click “Open Dispute”
4. Provide a clear description of the issue
5. Upload supporting evidence (receipts, messages, photos, videos, delivery proofs, etc.)

3. Dispute Resolution Process

1. Both parties are notified and have 72 hours to submit additional evidence or response
2. PayLock reviews all submitted materials and communication history
3. A fair decision is made within 5–10 business days (complex cases may take longer)
4. The decision is communicated to both parties via email, sms, whatsapp or dashboard

4. Possible Outcomes

• Full release of funds to the Seller
• Full refund to the Buyer
• Partial release/refund (split)
• Transaction cancelled with funds returned to Buyer

5. Finality of Decision

PayLock’s decision in disputes is final and binding on both parties. We may involve third-party mediators or Nigerian authorities if required by law.

6. Evidence Guidelines

• Clear screenshots of WhatsApp/Telegram/email agreements
• Proof of delivery (photos, tracking numbers, delivery receipts)
• Work samples or milestones completed
• Any communication showing agreed terms

7. Fees & Costs

- Opening or resolving a dispute is free. However, PayLock is not responsible for legal fees or costs incurred by either party.

- PayLock platform transaction fee already deducted from buyer's deposit will not be refunded.

Contact

Dispute-related questions or urgent issues: disputes@paylock.com.ng